USAA knows that an empathetic and caring workforce that understands the unique lives of their customer base is fundamental to their ongoing success. That means walking in their customers shoes.
The action of empathy, walking a mile in the shoes of your customers, allows you to connect and create a trusting relationship. Once the customer realizes that you are on their side, they are more willing to work with you to fix the problem, or will allow you the time to resolve the issue. And they will stay with you and tell their friends about you. They will grow your business.
